Customer Service Department Not Resolving my Issue since July.

I am writing this to hopes to get a solution, to address an issue concerning a credit that has been confirmed by your agents but has not yet been applied to my account as expected and also about the unacceptable chat behavior I experienced. Please forward this message to all departments which I have missed for prompt resolution.

During multiple chat interactions, your agents confirmed a credit of $288.66 on my account. This credit was agreed upon following the calculation that a total credit of $339.85 would cover my outstanding balance and future bills. Given that the difference between $339.85 and $288.66 is $51.19, which matches my usual bill ($56.19 minus a $5 credit), the confirmed amount of $288.66 seemed accurate for my current situation. The current balance of the credit is less than that as it is applying the current bill to it.

Despite these confirmations, there have been inconsistencies and delays in applying this credit to my account. Additionally, I have faced unacceptable behavior during chat interactions and have not received the callbacks that were promised. I have spent countless hours on this and bringing it up to your team and have gone nowhere, which is extremely disappointing as I spent many hours on this, which you can see in my call / chat history.

I request that the full credit amount of $339.85 be applied to my account immediately, as confirmed by your agents. Please also reach out me to see the documents, in which personal information was asked and abused as well as all the confirmation confirming the credit, I have highlighted important info. You should have this chat transcript on your end as well.

Furthermore, please ensure that both the current bill and any outstanding charges are properly deducted from this credit. It is your responsibility to honor the credit as confirmed by your own representatives and I have physical evidence.

I would appreciate a prompt resolution to this matter and request a callback discuss this issue and address my concerns with Xfinity’s service.

Thank you for your immediate attention to this matter.

This was the 4th email i sent to them.

Responses

XfinityOrlandoM

Official Employee

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1.4K Messages

1 month ago

@user_esv5fp

Thank you for reaching out to our social media team, it’s great we can connect this way! I understand how concerning it is to receive a bill higher than expected. I do apologize for any inconvenience on the credit not being issued and I'll be happy to get this resolved for you. If you could please send our team a direct message with your full name and full address,

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

Click the "Direct Message chat" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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XfinityOrlandoM

Official Employee

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1.4K Messages

1 month ago

@user_esv5fp

Thanks for reaching out to us. I'm glad we were able to go over the billing details and set the proper expectations, we do apologize for any inconvenience and do hope to service you again in the near future. Thank you for being the best part of Xfinity

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U

user_esv5fp

2 Messages

[Edited: "Solicitation"] It is all about the $, yes you explained to me the detail, but it should not have come this far.

(edited)

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1 month ago

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